Job Description
This position requires a Vietnamese-speaking customer service specialist who is passionate about delivering exceptional service and maintaining strong customer relationships. The ideal candidate will be responsible for addressing customer inquiries through various online platforms, ensuring timely resolution of issues, and contributing to continuous improvement of service quality. The role also involves identifying and reporting recurring problems in customer interactions, as well as collaborating with cross-functional teams to implement effective solutions. Additionally, the candidate will need to analyze user feedback to uncover opportunities for process optimization and enhance overall customer satisfaction.
Key Responsibilities
- Provide professional customer support through online tools, including chat, email, and social media platforms;
- Actively listen to customer concerns and resolve them promptly with empathy and efficiency;
- Document and escalate complex issues to relevant departments for further investigation;
- Monitor customer satisfaction metrics and implement strategies to improve service outcomes;
- Collaborate with product and technical teams to identify root causes of user problems and suggest improvements;
- Ensure consistent communication with customers in Vietnamese and English, with Mandarin proficiency being an advantage;
- Adhere to company protocols and maintain a high standard of professionalism in all interactions.
Job Requirements
- Native or fluent proficiency in Vietnamese, with strong English communication skills;
- Excellent interpersonal skills and a customer-centric mindset to handle diverse inquiries;
- Ability to work independently and as part of a team in fast-paced environments;
- Strong organizational skills to manage multiple tasks simultaneously;
- Basic understanding of business operations and financial concepts, with experience preferred;
- Flexibility to work rotating shifts, including full-night shifts (9:00-18:00, 15:00-00:00, 00:00-9:00);
- Proficiency in using customer service software and tools for ticket management;
- Ability to maintain composure and professionalism under pressure;
- Commitment to continuous learning and improvement in service delivery techniques;
- Excellent problem-solving skills to address customer concerns creatively and effectively.
Work Environment
This role operates in a dynamic, customer-focused environment with a strong emphasis on teamwork and collaboration. The candidate will work closely with internal departments to ensure seamless customer experiences and will be expected to maintain a high level of accuracy and attention to detail in all tasks. The position requires regular availability for shifts, including night shifts, to support 24/7 customer service operations. A proactive attitude and willingness to adapt to changing priorities are essential for success in this role.
